Resolving security cases

As a security case agent, you can mark security cases as Resolved when the security issue for which the case was raised is fixed. You can change the status of a security case from the Assigned, In Progress, or Approval Pending status to Resolved. All tasks in the task flow of a security case must be completed to the mark a case as Resolved. While resolving the security case, you must select the Status Reason. 

Important

When cases that are created from a security tool by using BMC Helix iPaaS are updated, the corresponding security events are not updated. 

Related topics

Managing-security-cases

Before you begin

Make sure you have the write permissions for the case that you want to mark Resolved.

To resolve a security case

  1. As a security case agent, from the Cases console, open the case that you want to resolve.
  2. Click the status to open the status pane.
  3. In the status pane, select Resolved in the Status field. 
  4. Select one of the reason for changing the case status in the Status Reason field.
    1. Auto Resolved—The assignee receives an automated report that the case is resolved.
    2. No Further Action Required—The customer reports that the issue no longer exists.
    3. Customer Follow-Up Required—The assignee resolved the case, but the customer needs to confirm the resolution.
  5. (Optional) Select the Resolution Code and add notes in Resolution Description.
  6. Click Save.


 

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